VP of Workforce Optimization & Real-Time Operations

LPL Financial LLC; Fort Mill, Charlotte (SC, NC); On-site; USD 122,000 - 202,000; Full time

Benefits offered by this job

401K matching

Health benefits

Employee stock options

Paid time off

Volunteer time off

Job summary

LPL Financial LLC in Fort Mill, SC seeks a Vice President of Workforce Management to lead the strategy and execution of WFM across the Service organization, ensuring optimal staffing, service levels, and employee experience. You will own scheduling, intraday and real-time operations, dashboards, governance, and continuous improvement of processes to scale with demand while maintaining quality.

This role reports to the SVP and collaborates with Finance, HR, Technology, and Operations to translate

Qualifications

• Bachelor's degree in Business, Analytics, Operations Management, or related field.
• 12+ years in workforce management or contact center operations.
• 5+ years leading WFM teams in large organizations.

Responsibilities

• Develop and lead the execution of the workforce management strategy across all Service channels.
• Own workforce management operations, including scheduling, real-time management, service level performance, schedule adherence, occupancy, and workforce optimization.
• Translate strategic workforce priorities into scalable operating practices, governance routines, and performance expectations across the Service organization.
• Drive achievement of workforce management and service performance goals through proactive monitoring, performance management, and risk mitigation.
• Own the strategic roadmap for workforce management technologies, including AI enablement, NICE IEX, and equivalent platforms.
• Establish performance dashboards, metrics, and reporting routines that provide actionable insights and drive accountability throughout the organization.
• Collaborate with Service, Operations, Capacity Planning, Forecasting, Finance, Technology, and HR leaders to ensure workforce execution supports business priorities and client demand.
• Lead continuous improvement efforts that enhance workforce flexibility, operational scalability, service quality, and productivity across all supported functions.
• Build, develop, and lead a high-performing workforce management team while fostering a culture of accountability, innovation, collaboration, and operational excellence.

Skills

Strategic thinker

Collaborative leader

Data-driven

Operational excellence

Stakeholder management

Communication

Education

Bachelor's degree in Business Analytics Operations Management or related discipline

Job description

LPL Financial LLC in Fort Mill, SC seeks a Vice President of Workforce Management to lead the strategy and execution of WFM across the Service organization, ensuring optimal staffing, service levels, and employee experience. You will own scheduling, intraday and real-time operations, dashboards, governance, and continuous improvement of processes to scale with demand while maintaining quality.

This role reports to the SVP and collaborates with Finance, HR, Technology, and Operations to translate